Rhonda Morrison
New York,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
BUS OPERATOR
NEW YORK CITY TRANSIT
03.2009 - Current
- Safely and efficiently operate MTA New York City Transit Buses transporting passengers along an assigned route
- Maintained full understanding of local roads and traffic patterns.
- Assisted passengers with questions and concerns
- Performed regular bus inspections and checked brakes, steering and windshield wipers.
- Excellent communication and interpersonal skills
- Assisting the elderly and disabled populations enter and exit the bus
- Pre and post inspections completed of motor vehicle to ensure safety of passengers during routes
- Worked different route every day based on changing passenger locations and destinations.
Customer Service Agent
Delta Airlines
11.2019 - 04.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered prompt service to prioritize customer needs.
EQUIPMENT/SANITATION MANAGER
CONTINENTAL AIRLINES
06.2008 - 03.2009
- Managed and trained over 30 equipment agents and flight builders
- Ensured all food equipment for airplanes followed proper storage guidelines and regulatory compliance requirements were adhered to
- Monitored and validated that all equipment cleaning methods were conducted appropriately and confirmed equipment production was prepped for flights
- Managed the troubleshooting and repair of flight equipment to ensure working properly
- Coordinated the delivery of equipment to internal teams and met all production goals
- Provide managerial support to department by supervising shift operations and ensure customers product is delivered in a timely and professional manner within established specifications
- Analyze work-flow and distribute work accordingly based on daily volume and staffing
- Duties related to attendance, counseling, work assignments, accident investigations and reports, safety observations and production related areas
- Ensure work is completed within established company policies and procedures
- Training of staff members in safe work habits, standard operating procedures, OSHA and FDA regulations.
HUB TERMINAL OPERATIONS MANAGER
CONTINENTAL AIRLINES
07.2007 - 06.2008
- Directed air transport terminal, cargo, and ramp activities to provide fast and efficient service to passengers
- Coordinated training activities to increase workers efficiency
- Identified problems, diagnosed causes and determined corrective actions
- Managed baggage pickup, delivery, interline connections, ramp operations, customer service and coordinated with ATO and NOCC for positive customer experiences
- Prepared and managed daily manpower, projected staffing requirements, managed overtime needs
- Communicated and contracted services accordingly
- Used threat and error management, conducted incident analysis and provided coaching and counseling to ensure success of direct reports
- Collaborated with 15-member team to create, modify and implement goals, procedures and policies.
Education
Associate Degree in Business Administration - Business Administration And Management
MONROE COMMUNITY COLLEGE - BRONX
The Bronx, NY04.2010
Skills
- Customer Relations
- Excellent Communication
- Report Preparation
- Safety and Inspection
- Management
- Attention to detail
- Conflict Resolution
- Team Building and Training
- Coordination
- Vision Zero
- First Line of Defense
- Class B CDL License
- Safe Driving Practices
Additional Trainings
Completed numerous courses and seminars in customer service, inventory control, loss prevention, time management, leadership, performance assessment and food safety.
Timeline
Customer Service Agent
Delta Airlines
11.2019 - 04.2021
BUS OPERATOR
NEW YORK CITY TRANSIT
03.2009 - Current
EQUIPMENT/SANITATION MANAGER
CONTINENTAL AIRLINES
06.2008 - 03.2009
HUB TERMINAL OPERATIONS MANAGER
CONTINENTAL AIRLINES
07.2007 - 06.2008
Associate Degree in Business Administration - Business Administration And Management
MONROE COMMUNITY COLLEGE - BRONX
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